One of the most critical and undervalued actions that a human being can perform is listening. Various studies that focus on communication highlight that most humans spend between seventy and eighty percent of their time awake, engaging in communication. Of that time, we spend roughly forty-five percent listening. Employers and employees understand the importance of general communication within the framework of conducting business. However, few companies take the time to teach their employees how to listen actively and practice it habitually.
If you look up the word “listen” in a print or online dictionary, you are likely to find the following definition listed first:
“To give attention with the ear; attend closely for the purpose of hearing.”
Most people believe our ears are required to engage in the act of listening. However, the root of the word “listen” comes from the Old English word “Hlysnan,” defined as “paying attention,” a definition not related to ears or the passive act of hearing. Instead, the process of “paying attention” is focused on active engagement. Therefore, it is crucial to heed when teaching and understanding the significant act of listening in personal and business environments.
To engage in active listening, a person needs to understand that paying attention to someone requires all of your senses. Specifically, one needs to use their ears to hear, their eyes to see, their heart to feel, and their mind to think. A person misunderstands or misses elements of communication when they do not use all of their senses. Studies have discovered that the brains of those born blind make new connections that result in a heightened sense of hearing, smell, and touch and enhanced language and memory functions. Additionally, research shows that people born deaf tend to be more sensitive to light or motion in their peripheral vision compared to those who can hear. The neurological changes that can occur in blind and deaf individuals confirm that our ability to pay attention does not depend solely on our ears.
It is essential to recognize the coincidental anagram produced from the word listen when teaching the action: silent. The act of Silence is a critical component of listening. Only when we are silent will we pay complete attention to communication. The business economy moves at break-neck speed. Information, transactions, and decisions are made faster today than ever before. It is difficult to silence the distractions when our role and function within an organization rely on consistent progress. However, the act of silence provides pause and clarity that can help avert confusion, conflicts, and costly mistakes.
When I teach active listening to educators, executives, parents, and youth, I focus on two simple tasks. One is to redefine listening to be an act focused on paying attention instead of hearing. And two, to teach the participants how to change how they listen. Reprogramming our understanding of the action helps us realize how much we miss when we focus on our thoughts, rebuttal, and desires. However, missing crucial information communicated can seriously impede our desired outcome. For example, an employer who delivers instructions to an employee without recognizing the impact of a personal issue may waste valuable time and money when the personal issue prevents the employee from being present and working effectively. The same can apply to businesses that do not pay attention to the needs of their customers. In my blog titled, The problem with the guess and gut feeling, I discussed how business decisions made without collecting and deciphering customer data would not sustain a business. Therefore, it is critical to pay attention to every bit of information delivered by your clients through daily communication, periodic surveys, daily social media activity, and constant product use to understand how well you know your customers. When a business actively listens, its customers feel connected, understood, and valued.
Roy E. Moody, a motivational speaker, once stated, “The greatest motivational act one person can do for another is to listen.” I agree with Mr. Moody. However, I feel his quote needs to include that the act of listening is the most significant motivational act a business can do for their customer and employees. Listening takes time and effort to hone the senses and skills required to pay better attention. However, the time and energy committed to being a better listener will improve the nature of your relationships, your ability to make better decisions, and how you perceive the world. The art of listening is not only good for business. It is a skill that changes how you live your life.
Please contact us if you would like to learn how to be a more active listener for your employees and customers.
